AccountId: 011433970860
ContactId: cd989ab3-7d43-4365-8832-2c7055e5e433
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340510 ms
Total Talk Time (AGENT): 126942 ms
Total Talk Time (CUSTOMER): 121529 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/cd989ab3-7d43-4365-8832-2c7055e5e433_20250611T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I said I need to see about reinstating uh a policy.
[AGENT][NEUTRAL] OK. Is it your personal policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the policy number? Do you have that?
[CUSTOMER][NEUTRAL] Uh, no, I don't have it because what I have, I think I have it it's up under.
[CUSTOMER][NEUTRAL] Trans America, but I don't think that that's a disability, it was a disabilities policy.
[AGENT][NEUTRAL] OK, alright, we can look it up by your name or social, whichever you prefer to give me.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] All right, first name [PII] and then last name did you say [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What state do you live in, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you said it was a disability policy that you had with us?
[CUSTOMER][NEUTRAL] Yes, it was through, I, I was paying it through Universal Truck Benefit Association.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK. Yeah, I mean, I see an old.
[AGENT][NEUTRAL] Dental policy.
[CUSTOMER][NEGATIVE] Well, the dental just expired in February.
[AGENT][NEUTRAL] OK, do you have the [PII] number for UTBA because any sort of continuation or policy coverage would have gone through them to continue it on.
[CUSTOMER][NEGATIVE] I, I just called them and they gave me your number saying I have to call you, you guys, because these guys have been deducting for the, you know, since I've had it, they've been deducted like $241.81. And the policy number they had with them was like a DI 1935.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] 582.
[CUSTOMER][NEUTRAL] I is that one of your numbers?
[AGENT][NEUTRAL] So usually that'll be no that wouldn't come up in our system. It starts with a D like in David.
[CUSTOMER][NEUTRAL] Cause it doesn't show any disability.
[AGENT][NEUTRAL] Mmm. I'm not finding any policy number for a disability.
[CUSTOMER][NEUTRAL] Uh, nothing, you only have for dental.
[CUSTOMER][NEUTRAL] That's the only thing that's showing?
[AGENT][NEUTRAL] Yeah, that's the only thing that I see.
[CUSTOMER][NEUTRAL] OK, so you guys just covered the, the dental part.
[AGENT][NEUTRAL] Yeah, I mean, like I didn't, I don't see any sort of disability policy that I'm able to even look at, so.
[CUSTOMER][NEGATIVE] OK, I just gotta get it straightened out because these guys have been taking that money from me.
[AGENT][NEUTRAL] Yeah, I mean.
[AGENT][NEUTRAL] Um, anytime that we.
[CUSTOMER][NEUTRAL] And I called them and they can.
[AGENT][NEUTRAL] Yeah, anytime we get a phone call from anybody with UTBA and they have any sort of like questions on policy coverage or continuing on the policy we always refer them back to UTBA um we unfortunately don't do that just because of they're a special group um with us and so that's why everything goes through UTBA.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I don't, I apologize. Yeah, I don't, I don't know why they would send you back to us. I'm sorry.
[CUSTOMER][NEUTRAL] Because I'm just trying to
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Because of my life insurance, I did the life insurance, but then now.
[CUSTOMER][NEUTRAL] They're saying that the costs I have.
[CUSTOMER][NEUTRAL] That can't be reinstated. It's like it said it was 6 months old, but I'm like I haven't been 6 months.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] You know, past due on. I'm just trying to get a clarification on where is the money going to.
[AGENT][NEUTRAL] Yeah, I mean, especially if they're payroll deducting it or taking it from a check, for sure.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah, and, and, and another question is, can that dental policy be reinstated since it was expired in February or?
[AGENT][NEUTRAL] No, so you only have 30 days um to do a continuation.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEUTRAL] And, and that premium deduction.
[CUSTOMER][NEUTRAL] What what was the amount for the premium deduction per month for for that?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] For dental?
[CUSTOMER][NEUTRAL] Yeah, for the general I think it's like $25 or something like that, is that correct?
[AGENT][NEGATIVE] Mm, no, it shows the premium was $64.
[CUSTOMER][NEUTRAL] 0 $64 OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Get a handle on this.
[CUSTOMER][NEUTRAL] I got some time. OK.
[AGENT][POSITIVE] Anything else, [PII], I can check on? Yeah, you're welcome.
[CUSTOMER][POSITIVE] All right then thank you.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right, have a good day.
[CUSTOMER][NEUTRAL] I'll just call them back.